Application support for domain separation

Many ServiceNow applications support domain separation in the base system but not all. Some supported applications include limitations on the data and administrative settings that can be domain-separated. These definitions delineate the domain separation support levels from the perspective of actual use cases and the people who use them.

Domain separation support levels

ServiceNow applications that support domain separation may support the separation of data and data routing only, have advanced business logic separation, or support tenant (customer) level administration of the application. ServiceNow applications are defined with the following incremental support levels.

No support

• The domain field may exist on data tables, but no logic exists to manage data.
• This level is not considered domain-separated.

Basic

• Business logic: Ensure data goes into the proper domain for the application’s service provider (SP) use cases.
• In the application, the user interface, cache keys, reporting, rollups, aggregations, and so on, all use domain at production run time.
• The owner of the instance must be able to set up the application to function across multiple tenants.

Sample use case: When an SP uses chat to respond to a tenant-customer’s message, the client must be able to see the SP's response.

Standard

• Includes Basic level support.
• Business logic: Processes can be created or modified per customer by the service provider (SP). The use cases reflect proper use of the application by multiple SP customers in a single instance.
• The owner of the instance must be able to configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.

Sample use case: An admin must be able to make comments mandatory when a record closes for one tenant but not for another.

Enhanced

• Includes Basic and Standard levels.
• Data-driven process enables service provider customers to modify business logic that is based on defined use cases. These configurations are UI-based and fail-safe so that configurations by one customer cannot affect another.
• Tenants of the instance must be able to configure minimum viable product (MVP) business logic and data parameters for themselves. This logic and parameters would be expected for the application's normal function.

Sample use case: Tenant-customers of a shared environment must be able to change to the impact, urgency, or priority matrix to set priority within their domain.

Note:

Effective Domain (*)

Sometimes, a platform feature or application may effectively support SP use cases even without the domain framework. If so, the use cases must detail its support of domain separation. An asterisk (*) after the support level indicates this kind of configuration.

Supported feature	Basic	Standard	Enhanced
Domain column is present for base system application tables.
Domain-specific configuration is managed by instance owner.
Tenant domains can manage their own application data.
Application properties are domain aware when needed.
Business logic and processes can be domain-separated by instance owner.
Business logic and processes can be administered by the tenant domain.

Support levels by application

Product Suite	Application	Support level
App development and low-code	App Engine Studio	No support
	Automation Center	Basic
	Robotic Process Automation (RPA) Hub	Basic
	ServiceNow Studio	No support
	Table Builder	Basic
	App Engine Management Center	No support
	Exploring Decision Tables	Standard
	Enterprise Resource Planning Integration	No support
	Enterprise Resource Planning Customization Mining	No support
	Next Experience UI Builder	Basic
Customer Service Management	Communities	No support
	Customer Service Management	Basic
	Release Management	Basic*
	Order Management for Customer Service Management	Basic
	Post-Sales Support	Basic
	Domain separation in Workforce Optimization for Customer Service	Basic
DevOps	Domain separation and DevOps Change Velocity	No support
	Domain separation and DevOps Config
Employee Service Management	HR Service Delivery	Basic*
	Health and Safety	No support
	Contract Management Pro	Basic
	Legal Service Delivery	Basic
	Procurement Service Management (PSM)	No support
	Safe Workplace Suite	See application site for individual application support levels
	SharePoint Online Search Connector	Basic
	Universal Request	Basic
	Universal Task	Basic
	Workforce Optimization for HR	Basic
Environmental, Social, and Governance Management	Environmental, Social, and Governance Management	Basic
Field Service Management	Field Service Management	Basic
Governance, Risk, and Compliance	Business Continuity Management	Basic
	Governance, Risk, and Compliance (GRC)	Basic
	Operational Resilience	Basic
Industry Products
•Financial Services	Financial Services Card Operations	Basic
	Financial Services Deposit Operations
	Financial Services Payment Operations
	Intelligent Servicing for Fraud
	Property and Casualty Insurance Servicing
	Life Insurance Servicing
	Insurance Claims
	Financial Services Know Your Customer
	Financial Services Credit Operation
	Financial Services Document Processor
• Healthcare and Life Sciences	EMR Help	Basic
	Healthcare and Life Sciences Service Management Core	Basic
	Pre-Visit Management	Basic
	Patient Support Services	Basic
	Vaccine Administration Management	Basic
Manufacturing Commercial Operations	Manufacturing Commercial Operations	Standard
	Retail Core	Basic
	Retail Task Management	Basic
• Manufacturing	Industrial Process Manager	Standard
	Operational Technology Manager	Standard
	Operational Technology Vulnerability Response	Standard
	Operational Technology Manager	Standard
Telecommunications, Media, and Technology	Account Lifecycle Events	Basic
	Customer Service Problem Management	Basic
	Now Assist for Telecommunications, Media and Technology (TMT)	Basic (Inherited from Domain separation in the Now Assist Admin console).
	Proactive Service Experience Workflows	Standard
	Service Bridge	Standard
	Technology Product Support Case application	Basic (Inherited from Customer Service Management).
	Telecommunications Network Inventory	Basic
IT Asset Management	Cloud Insights	No support
	Hardware Asset Management	Enhanced
	Software Asset Management	Enhanced
	Enterprise Asset Management	Standard
Strategic Portfolio Management	Agile Development	Basic*
	Alignment Planner Workspace	Basic
	Application Portfolio Management	Basic
	Cost Management	No support
	Demand Management	Basic
	Financial Management	No support
	Investment Funding	Basic
	Project Portfolio Management	Basic*
	Release Management	Basic*
	Scaled Agile Framework (SAFe)	Basic*
	Test Management	Basic*
	Goal Framework	Basic
IT Operations Management	Cloud Provisioning and Governance	Basic
	Agent Client Collector	Basic
	Discovery	Standard
	Event Management	Basic
	Service Operations Workspace for ITOM	Basic
	Health Log Analytics	Basic
	Metric Intelligence	Basic
	Service Mapping	Basic
	Cloud Migration Assessment	Basic
	Action Library	No support
	Cloud Configuration Governance	No support
	Tag Governance	Basic
	Cloud Insights Billing	No support
	Cloud Provisioning and Governance: Google Cloud	Basic
	Cloud Provisioning and Governance Terraform	Basic
	Cloud Operation Workspace	Basic
	Cloud Discovery	Standard
IT Service Management	Benchmarks	No support
	Change Management	Basic
	Coaching	Basic
	Continual Improvement Management	Basic
	Contract Management	No support
	Domain separation and Digital Product Release	Basic
	Expense Line	No support
	Incident Communications Management	Standard
	Incident Management	Standard
	Facilities Service Management	Standard
	Incident Management	Standard
	On-Call Scheduling	Standard
	Asset Management	Basic
	Problem Management	Standard
	Procurement	Standard*
	Product Catalog	Standard
	Request Management	Standard
	Service Catalog	Standard
	Service Level Management	Basic
	Service Portfolio Management	Basic*
	Site Reliability Operations	Basic*
	Task outage	Basic
	Domain separation and Vendor Management Workspace	No support
Walk-up Experience	Basic
Mobile Configuration and Navigation	Mobile	Basic
Now Intelligence	Dashboards	Basic
	Performance Analytics	Enhanced
	Process Optimization	Basic
	Reporting	Basic
	User Experience Analytics	Basic
The ServiceNow AI Platform	Administration
	Domain separation and Agent Chat	Standard
	ServiceNow AI Platform Capabilities
	User Interface
	Advanced Work Assignment	Standard
	AI Search	Searches respect domain restrictions from indexed records
	App Engine Studio	No support
	Application Management	No support
	Assessments	Standard
	Automated Test Framework	Standard*
	ServiceNow Voice
	Code Signing	Basic support
	Contextual Search	Standard
	Configuration Management (CMDB)	Standard
	Content Management System	No support
	Credentials and Connections	Standard
	Data Certification	Basic*
	Data Classification	Enhanced
	Data Privacy	No support
	Data Management	Basic*
	Delegated Development	No support
	Dependency Views	Basic
	Document Services	No support
	Dynamic Translation	Basic
	Edge Encryption	Basic support
	External Content Connectors	No support*
	Field Encryption	No support
	Field Encryption Enterprise	No support
	Cloud Encryption with Key Management	Basic support
	Field Normalization	No support
	Flow Designer	Standard*
	Guided Setup	No support
	Domain separation and Integration Hub	Standard*
	Integrations with third-party applications and data sources	Basic+Standard
	Knowledge Management	Standard
	Hermes Messaging Service	No support
	Managed Documents	No support
	MetricBase	Basic
	Natural Language Understanding	Basic+Standard
	Notifications	Standard
	ODBC Driver	Basic*
	Orchestration	Standard*
	Password Reset	Standard
	Platform Security	Domain separation landing page
	Data Privacy	No support
	Predictive Intelligence	Standard
	Proactive Triggers	Basic
	Process Automation Designer	Basic
	Remote Tables	No support
	Schedules	Basic
	Script debugger	Basic
	Search Suggestions	No support
	Service Portal	No support
	Service Graph Connectors	No support
	Domain separation and Sidebar	Standard
	State Flows	No support
	Subscription Management	Basic*
	Survey Management	Basic*
	Task Intelligence	No support
	Domain separation and Time Card	Basic*
	UI Builder	Standard
	Virtual Agent	Basic
	Visual Task Boards	Basic
	Web Services	Standard*
Workflow	Standard*
Workspace	Standard
Security Operations	Configuration Compliance	Standard
	Configuration Data Management	Basic
	IBM QRadar Offense Ingestion	Basic
	Microsoft Graph Security API alert ingestion integration	Basic
	Security Incident Response	Standard
	Threat Intelligence	Standard
	Vulnerability Response	Standard
Service Management	Facilities Service Management	Standard
	Planned Maintenance	Standard*
	Proactive Triggers	Basic
	NOW Code Editor	No support
	Workforce Optimization for ITSM	Basic
	Vendor Management Workspace	Basic